I initially called to schedule an appointment to have the cables replaced for our rear luggage cover of our 2012 ford focus. My research indicated this would be a warranty repair. The woman I initially spoke with was very rude and told me she would have to check and would call me back. She never did. I Submitted a service request and in my comments indicated the problem and asked for confirmation that the parts were in and it would be covered under warranty. Dirk Straga was very helpful and replied to confirm that they had the parts in stock, it would be covered under warranty and could be easily done at the time of our appointment. When my wife arrived for the appointment she spoke with Paul Salazar and he was pretty much worthless. With an attitude he said that he "didn't know anything about the appointment" and asked HER if the part was even in stock. She told him about the email and he asked if it was just an automated email. Of course it was not. She showed him the email. The appointment took 30-45 min to install two strings that were in stock! It seems that Paul should have had a better attitude and been the one checking to see if the parts were in stock, not asking the customer. The general attitude that the customer is wrong is very disappointing. We are very happy with our Ford and own stock in the company but if dealerships truly provide service like this I question the viability of the company's future. Our warranty period is almost up and I thank your dealership for confirming in my mind why I will never take my car to a dealer for service unless it is a warranty item. Overall a very disappointing experience and it seems common based on your yelp reviews.
Not Recommended
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